Resource Library
APQC’s Resource Library is your source for timely and topical information to help you meet your most complex business process and knowledge management challenges. Explore our ever-growing collection of more than 5000 research-based best practices, benchmarks and metrics, case studies, and other valuable APQC content.
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Measure Spotlights|
Percentage of sales orders requiring no human intervention to create, modify, or fulfill
This measure calculates the percentage of sales orders that don't require any manual intervention to create, modify, or fulfill. It is part of a set of Process Efficiency…
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Measure Spotlights|
Customer retention rate for customers attempting service cancellation
This measure calculates the customer retention rate (i.e. the number of customers who were active three years ago and are still active, divided by the number of customers who…
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Measure Spotlights|
Percentage of customers who are inactive customers
This measure calculates the percentage of customers who have not made any purchases from the business entity in the past 12 months. It is a Supplemental Information measure…
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Measure Spotlights|
Percentage of sales orders received through non-digital channels (such as face-to-face, phone calls, fax, post)
This measure calculates the percentage of sales orders that are received through non-digital channels, such as face-to-face, phone, fax, or mail. It is part of a set of…
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Percentage of active customers who are repeat customers
This measure calculates the percentage of active customers who are repeat customers. A customer is considered active if they have purchased a business entity's product at…
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Percentage of total finance function FTEs allocated to the process "manage sales orders"
This measure calculates the percentage of finance function full-time equivalent employees (FTEs) who are allocated to the process "manage sales orders." Finance function FTEs…
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Measure Spotlights|
Average cost per sales order for orders received through new channels
This measure calculates the average cost of sales orders received through new channels (digital/electronic), which include internet, EDI, and mobile platforms. It is part of…
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Measure Spotlights|
Cycle time in hours from the time a sales order is received until the time manufacturing/logistics is notified
This measure calculates the number of hours elapsed between receipt of a sales order and notification of manufacturing/logistics. It is part of a set of Cycle Time measures…
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Permanent part-time new hires as a percentage of total new hires
This measure calculates the percentage of total new hires that are permanent part-time positions in which employees work fewer than 40 hours per week and have been hired for…
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Contingent new hires as a percentage of total new hires
This measure determines the percentage of total new hires that are temporary part-time workers, usually hired to work under a contract for a fixed period of time or specific…
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Permanent full-time new hires as a percentage of total new hires
This measure calculates the percentage of total new hires that are permanent full-time positions in which employees typically work 40 hours per week and have been hired for…
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Total cost to perform the process "manage sales orders" as a percentage of total order-to-cash process cost
This measure calculates the percentage of total order-to-cash process cost that comes from the total cost to perform the process group "manage sales orders." The order-to…
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Total cost to perform the HR function per FTE that performs the process group "recruit, source, and select employees"
This measure calculates the total cost per "recruit, source, and select employees" full-time equivalent (FTE) employee to perform the human resources (HR) function. These…
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Total cost to perform the HR function per FTE that performs the process group "manage employee on-boarding, development, and training"
This measure calculates total cost to perform the HR function per full time equivalent (FTE) that performs the process group "manage employee on-boarding, development, and…
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Measure Spotlights|
Percentage of qualified leads where the sale is closed
This measure calculates the percentage of qualified leads that close a sale. Qualified leads are prospective customers who have a demonstrated interest in the product or…